Senior Technical Support Engineer Resume

OBJECTIVE

I am seeking a position within the Technical Support department, possibly as an interface between the Customers and the Developers.

SUMMARY

Trained competence through certification as Certified Confidential Engineer (CNE), Microsoft Certified System Administrator (Messaging), Cisco Certified Network Associate (CCNA), ITIL V3 Foundations, Confidential Certified Professional (VCP)
Core competence Installation & Service Support of IT Infra - structure & Network as well as Customer Service Support on various Information Services & Products
Skilled at Leading & Mentoring of Support Resources
Adept at Managing Global Customer Relation ensuring Highest Quality Level of Timely Service Support on Network, System & Application Software
Cohesive Team Member with Fast Learning Ability along with strong analytical, problem solving, innovation, trouble shooting, planning, organizational, presentation, communication, negotiation & interpersonal skills

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Support Engineer

Responsibilities:

Accountable for the maintenance of the Confidential Collaboration Suite at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for Confidential Collaboration Suite.
Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
Accountable for performing GroupWise to Confidential migrations on various platforms.
Involved in intensive co-ordination activities for synchronizing Development team with the Customer Requirements.
Performing day-to-day escalation & customer management initiatives including, team performance monitoring, training requirement review, training, motivation, etc.

Confidential

Technical Support Engineer

Responsibilities:

Accountable for the maintenance of the Confidential ITBM Architecture at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for Confidential IT Business Management Suite.
Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
Performing day-to-day escalation & customer management initiatives including, team performance monitoring, training requirement review, training, motivation, etc.

Confidential

Senior Technical Support Engineer

Responsibilities:

Accountable for the maintenance of the Confidential Architecture at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for Confidential Products on Confidential GroupWise Messaging Architectures.
Mentoring a team of 23 Level 2 Engineers to achieve objectives as set by the organization, including targeted KPIs
Establishing Mentoring and Escalation policies, training, defining & managing KPI.
Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
Performing day-to-day escalation & customer management initiatives including, team performance monitoring, training requirement review, training, motivation, etc.
Providing support to customer on high end mobility solutions.
Backup Manager for the team handling all the managerial responsibilities.

Confidential

Executive Technical

Responsibilities:

Auditing of current IT infrastructure and planning for the future as per the industry standards.
Projecting upcoming in-house and project IT infrastructure requirements.
Archiving and Indexing of way laid in-house projects.
Overlooked all IT requirements of the software development team.